Delivering World -Class Customer Service Click to edit ...

DeClliivcekrtiongedWitoMrldas-Ctelar stistlCeussttyolemer Service Through Lean Thinking

Starbucks Mission: To inspire and nurture the human spirit ? one person, one cup, and one neighborhood at a time

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? 2012 Starbucks Coffee Company. All rights reserved. Confidential for Starbucks business purposes only

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Typical Challenges

May not think about details of work method

May not have work method teaching process

Engaging employees in improvement process

Traditional batch thinking with command & control management system

Starbucks Challenges 17,000+ unique store situations

globally with more than 200,000 partners Customer value by providing inspired moments of connection Unmet demand at peak Work method not part of historic culture Problem solving not a core capability

? 2012 Starbucks Coffee Company. All rights reserved. Confidential for Starbucks business purposes only

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Partner

Customer

More Engaged

Partners Burdensome Work Mentally Engaged

Business

Improved Customer Experience Faster service quality

Improved Business

Motion = Productivity Sales / Transactions Waste Training / Turnover

? 2012 Starbucks Coffee Company. All rights reserved. Confidential for Starbucks business purposes only

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A relentless focus on delivering value from the customer's perspective....

Build the Foundation

- Lean team - Key concepts

A Standard Way of Working

- Routines

- Capability

- Process improvement

Lean as a System

- Integrated into how we work and lead

- Innovation pipeline

- Continuous improvement

2008-2009

2010

2012

2013 and beyond

... Enabled through an environment where problems are good and leaders demonstrate skills in observation and inquiry.

Increased Customer Value

&

A Culture of Problem Solvers

? 2012 Starbucks Coffee Company. All rights reserved. Confidential for Starbucks business purposes only

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